Complaint Information: November 19, we received an e-mail from MrD.C***November 19, Customer Service Repreplied to customer’s e-mail requesting a model number so that a correct replacement can be sent outNovember 24, Mr*** sent back an e-mail providing us with a
sku numberNovember 25, a replacement was sent via postal service to the P.OBox provided by the customerWe did not send out certified and assumed that the issue was resolved since we did not hear from the customerUpon receipt of your mailed form to Chris C*** on January 4, (due to the New Year holiday) we reached out to the customer with a phone callA second replacement has been sent to Mr***We requested the street address instead of the P.OBox so that the shipment can be tracked
Complaint: [redacted]
I am rejecting this response because:The Keeney Company has a proprietary contract with UPS where UPS engages in anti-free market practices with the US Postal Services as one of its primary competitors that hurts customers. The way it hurts customers is that customers are forced to use certain addresses, and forced not to use post office boxes, which are the property of USPS. In my case, I have used a post office box for 30 years. I pay $160 a year for the privilege of using a post office box.No customer has an obligation to use UPS. I don't want to use UPS. I never stated to Keeney or the Agents of Keeney that UPS was my choice of receiving mail. UPS is their choice of using mail and sending mail, and there is a significant amount of revenue tied into their private Contract. I don't receive any of the revenue, but I am forced to participate in their business ventures. I don't want to agree to it, but Keeney did not agree to use the USPS. They should offer that option to future customers, because, in fact, the post office is cheaper and probably delivers more mail anyway.Keeney did not send an original part, because the original person/employee that received the e-mails with all the information never responded back that he had sent out the part. It was not a Mr. [redacted], because I never communicated with a Mr. [redacted]. But the e-mails are on record in the system. Another individual processed the e-mails. But, the correct terminology is not process, rather mishandling the e-mail and wasting lots of time without providing customer service and proving a solution. No part or parts were ever sent initially through free communication. I was informed that a part was sent only after a wasteful telephone conversation, where all the original information was re-hashed again--which is an absolute waste of time by low information individuals that have no value for time. It really is pathetic. Honesty and direct accountability is always the best process and approach, and this Complaint proves that honesty is the best method of human interaction.So, there was no communication with a Mr. [redacted].Additionally, no package was sent, because when UPS is issued a package for delivery to a post office box, they usually call the Recipient and nag the hell out of them for disclosure of a physical address for their trucks. They have their, as mentioned before, proprietary Contract where they obfuscate deliveries to USPS facilities, meaning something as basic as a post office box, and they make profits off that obfuscation. That takes choice and convenience away from private individuals.Additionally, when the individual, Ms. [redacted], contacted me, this is different than the Manager, and it was probably the manager that was giggling in the background during the call, which only verifies their lack of professionalism and kind of teen age development.The part itself is an important part of the plumbing system in a home. If water cannot be shut off properly, a property will be subject to flooding. The company acquires the parts inexpensively from China, and sells them in the US for pennies on the dollar, but charge $15 at a retail marketplace where customer have to pay. The parts are not quality controlled. The customer inherits the cost and the abuse of owning a crappy part, that requires more time and currency to get a quality part from another brand name. It's is very hard to make this up as the entire situation exemplifies the stream of patheticness and underachievement throughout the organization, from the inability and unwillingness to solve problems, to respect customers, to provide high quality parts, and respect peoples time and money. One major problem is it is obvious to me that the entire staff from management down lacks any formal education of any kind. Their behavior tells on them to interacting parties that they are allergic to the classroom and they have not developed their mental capabilities. Since this won't change anytime soon, the customer pays the price for the collective deficiencies of the organization.Another angle where this is representable is that their responses are neither truthful, nor factual, and nor helpful in any way.It definitely merits further investigation by management through an escalation, if anyone cares about the company and its front line interaction with the public, which are referred to as their customers or consumers.I purchase a lot of home improvement supplies over the period of decades and I will not be purchasing another Keeney brand plumbing fitting or fixture. I am allergic to professional incompetence and the worship of a failed and substandard corporate culture occupied by less than room temperature IQs.The other customers need to be aware through this Complaint that this Complaint is an unbelievably real customer experience.
Sincerely,
** [redacted]
Complaint Information: November 19, we received an e-mail from MrD.C***November 19, Customer Service Repreplied to customer’s e-mail requesting a model number so that a correct replacement can be sent outNovember 24, Mr*** sent back an e-mail providing us with a
sku numberNovember 25, a replacement was sent via postal service to the P.OBox provided by the customerWe did not send out certified and assumed that the issue was resolved since we did not hear from the customerUpon receipt of your mailed form to Chris C*** on January 4, (due to the New Year holiday) we reached out to the customer with a phone callA second replacement has been sent to Mr***We requested the street address instead of the P.OBox so that the shipment can be tracked
Complaint: [redacted]
I am rejecting this response because:The Keeney Company has a proprietary contract with UPS where UPS engages in anti-free market practices with the US Postal Services as one of its primary competitors that hurts customers. The way it hurts customers is that customers are forced to use certain addresses, and forced not to use post office boxes, which are the property of USPS. In my case, I have used a post office box for 30 years. I pay $160 a year for the privilege of using a post office box.No customer has an obligation to use UPS. I don't want to use UPS. I never stated to Keeney or the Agents of Keeney that UPS was my choice of receiving mail. UPS is their choice of using mail and sending mail, and there is a significant amount of revenue tied into their private Contract. I don't receive any of the revenue, but I am forced to participate in their business ventures. I don't want to agree to it, but Keeney did not agree to use the USPS. They should offer that option to future customers, because, in fact, the post office is cheaper and probably delivers more mail anyway.Keeney did not send an original part, because the original person/employee that received the e-mails with all the information never responded back that he had sent out the part. It was not a Mr. [redacted], because I never communicated with a Mr. [redacted]. But the e-mails are on record in the system. Another individual processed the e-mails. But, the correct terminology is not process, rather mishandling the e-mail and wasting lots of time without providing customer service and proving a solution. No part or parts were ever sent initially through free communication. I was informed that a part was sent only after a wasteful telephone conversation, where all the original information was re-hashed again--which is an absolute waste of time by low information individuals that have no value for time. It really is pathetic. Honesty and direct accountability is always the best process and approach, and this Complaint proves that honesty is the best method of human interaction.So, there was no communication with a Mr. [redacted].Additionally, no package was sent, because when UPS is issued a package for delivery to a post office box, they usually call the Recipient and nag the hell out of them for disclosure of a physical address for their trucks. They have their, as mentioned before, proprietary Contract where they obfuscate deliveries to USPS facilities, meaning something as basic as a post office box, and they make profits off that obfuscation. That takes choice and convenience away from private individuals.Additionally, when the individual, Ms. [redacted], contacted me, this is different than the Manager, and it was probably the manager that was giggling in the background during the call, which only verifies their lack of professionalism and kind of teen age development.The part itself is an important part of the plumbing system in a home. If water cannot be shut off properly, a property will be subject to flooding. The company acquires the parts inexpensively from China, and sells them in the US for pennies on the dollar, but charge $15 at a retail marketplace where customer have to pay. The parts are not quality controlled. The customer inherits the cost and the abuse of owning a crappy part, that requires more time and currency to get a quality part from another brand name. It's is very hard to make this up as the entire situation exemplifies the stream of patheticness and underachievement throughout the organization, from the inability and unwillingness to solve problems, to respect customers, to provide high quality parts, and respect peoples time and money. One major problem is it is obvious to me that the entire staff from management down lacks any formal education of any kind. Their behavior tells on them to interacting parties that they are allergic to the classroom and they have not developed their mental capabilities. Since this won't change anytime soon, the customer pays the price for the collective deficiencies of the organization.Another angle where this is representable is that their responses are neither truthful, nor factual, and nor helpful in any way.It definitely merits further investigation by management through an escalation, if anyone cares about the company and its front line interaction with the public, which are referred to as their customers or consumers.I purchase a lot of home improvement supplies over the period of decades and I will not be purchasing another Keeney brand plumbing fitting or fixture. I am allergic to professional incompetence and the worship of a failed and substandard corporate culture occupied by less than room temperature IQs.The other customers need to be aware through this Complaint that this Complaint is an unbelievably real customer experience.
Sincerely,
** [redacted]